Locked Out of EA Account Due to Inaccessible Email and Failed Recovery Process

What happens when you try my instructions here?

I'm really sorry. Unfortunately, I don't have any other options for you. We're not able to help with account issues over the EA Forums. If this is your only option, you'll need to somehow get access to those old email accounts.

I am stuck in the same loop. I have tried for YEARs since they added cross progression and have had the same thing happen each time...

Hey, EA_Also, Here's how useful your customer support is: 

Hi! 🙋 Let’s get this fixed.
Tell us about the issue you're having and we’ll help you get back in the game. 🎮

Me: My email was hacked, and my EA account email and password were changed.

EA NextStep: Which EA game are you playing?

Me:I'm not playing any EA game

EA NextStep:Since you are not playing any EA game, could you please specify if you need help with your EA Account security or something else?

Me:Account security

EA NextStep:Which EA game are you playing?

Me:NONE. I'M NOT PLAYING ANY GAME

EA NextStep: Since you are not playing any EA game, could you please specify if you need help with your EA Account security or something else?

Me:Account security; my email was hacked.

EA NextStep:Which EA game are you playing?

Me:I'M NOT

EA NextStep:Since you are not playing any EA game, could you please specify if you need help with your EA Account security or something else?

Me:I need a human

EA NextStep:Before I connect you, let's go through a few quick questions. These will help me understand your issue better and get you the right support, faster. Since you are not playing any EA game, could you please specify if you need help with your EA Account security or something else?

Me:account security

EA NextStep:Which EA game are you playing?

[After doing this circular conversation 4-5 times, I gave up.]

PLEASE find a way for us  to talk with a human being who speaks English. 

Thanks for the info, man.  More help than any EA rep has provided.  Sadly, in my case there's no 'trusted device' option; it will only allow me to send an email to the hacker's email address. I do hope it works for others, though.

Man, I solved this problem with this reddit post, it literally saved my life. Hope it helps.

1. **Download the EA Desktop app** on your computer.

2. On the login page, choose **“Email or EA ID.”**

3. Enter your **EA ID** (your PS, Xbox, etc. ID) — your email address should work as well.

4. Then click **“Forgot your password or want to create a new one?”**

5. Enter your ID or email address again on the new screen that appears.

6. **Important:** click **“Continue on a trusted device.”** This will let you change your password directly from your console, without needing to log in through the app.

7. Turn on your console and launch an EA game you’ve played recently.

8. A **“Change your password”** pop-up will appear. Change it and confirm.

9. A verification screen will then ask you to confirm your email address and phone number.

10. Update your email, receive the confirmation code, then do the same for your phone number.

11. Confirm everything…

12. And finally: **problem solved!**

EA_Aljo​ 

I opened a new ticket and specifically asked for a different verification method:
"I no longer have access to the email address linked to my EA account, ***my account email***, and I need help changing it.

I have already tried the recovery process, but it has not worked. When I launch an EA game as instructed, two step verification is triggered and the code is sent to the email address I can no longer access.

I am requesting a different method of account verification for my EA account."

I get this canned response every time:
"We have successfully started device recovery. You can follow the below steps and complete the recovery flow.

1. Launch any EA game on your console.
2. Follow the on-screen instructions to update your email address, and password.
3. After entering the new details, you’ll receive a verification code on your updated email address.
4. Enter the code to confirm the changes.
   Once done, your account recovery will be completed successfully." 

EA_Aljo​ 

Yes, I absolutely asked them to verify my identity using different method. Every EA chat support rep I spoke with replied with that they started the "account recovery process".

They then instruct me to launch an EA game, where I would supposedly receive a prompt to update my email address.

However, that prompt triggers two step verification and sends the code to the email address I can no longer access.

I have opened more than 10 support chats and received the same response every single time, with no actual resolution.

I just want to make sure you specifically asked them to verify you by another method and explained that you don't have access to that email. So, they shouldn't be sending the TFA to it. 

Unfortunately, there's nothing we can do to help over the forums with updating your account. We have to refer you back to support since advisors are the only ones that can update your account info.

Hello EA_Aljo​,

I have contacted EA Support through the Contact Us page multiple times, and each time I am told the same thing:

"Recovery has been started on your account, please launch any EA game and you will receive a prompt allowing you to update your email address."

I have received the “Update Email Address” prompt after launching a game. However, when I select it, two step verification is triggered again and the code is sent to the old email address that I can no longer access.

EA Support agent then tells me to open another support case so they can start the recovery process again, but this only sends me through the same steps with the same result, leaving me stuck in an endless loop.

I am currently signed into my EA account on EA.com and can access my Account Information page, but any attempt to update my email address triggers two step verification to the inaccessible email address.

I need an alternative way to verify ownership and update the email address associated with my account.